Owned theresolutionwith positivephrasingProvidedclearinstructionsDidn'tover talkthecustomerBuild rapportaround thesmart deviceDispositionedthe callproperlyAskedprobingquestionsBrandedthe callMentionedtheoutboundscriptTailored theempathystatement tothe reasonfor callingFollowed theproper 5-point holdprocedureTroubleshootedthe issuebeforetransferringConfirmed thereason forcalling outsideof thecompassionstatementRecapped the callprior toending/transferringScheduleda callbackAssured thecustomerthat we canassistWarmTransferSent anACE toa peerEnthusedtone fromstart tofinishSharedbestpracticeswith a peerLeftdetailednotesCelebratedwins with thecustomer(reassurance)Answered thecall within 10seconds (micdown vs up)Ready to takethe callRemainedconversationalUsedtoolsDeliveredanexceptionalexperienceAsked "if there'sanything else toassist with" priorto transfer/callendingAcknowledgethe customerby their nameReassuredthe customerwith 3 powerwordsAssistedin thegroupchatOwned theresolutionwith positivephrasingProvidedclearinstructionsDidn'tover talkthecustomerBuild rapportaround thesmart deviceDispositionedthe callproperlyAskedprobingquestionsBrandedthe callMentionedtheoutboundscriptTailored theempathystatement tothe reasonfor callingFollowed theproper 5-point holdprocedureTroubleshootedthe issuebeforetransferringConfirmed thereason forcalling outsideof thecompassionstatementRecapped the callprior toending/transferringScheduleda callbackAssured thecustomerthat we canassistWarmTransferSent anACE toa peerEnthusedtone fromstart tofinishSharedbestpracticeswith a peerLeftdetailednotesCelebratedwins with thecustomer(reassurance)Answered thecall within 10seconds (micdown vs up)Ready to takethe callRemainedconversationalUsedtoolsDeliveredanexceptionalexperienceAsked "if there'sanything else toassist with" priorto transfer/callendingAcknowledgethe customerby their nameReassuredthe customerwith 3 powerwordsAssistedin thegroupchat

HERO Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


1
O
2
O
3
N
4
O
5
I
6
G
7
B
8
B
9
B
10
N
11
I
12
G
13
N
14
B
15
I
16
I
17
G
18
G
19
N
20
O
21
B
22
G
23
I
24
G
25
O
26
O
27
N
28
B
29
I
  1. O-Owned the resolution with positive phrasing
  2. O-Provided clear instructions
  3. N-Didn't over talk the customer
  4. O-Build rapport around the smart device
  5. I-Dispositioned the call properly
  6. G-Asked probing questions
  7. B-Branded the call
  8. B-Mentioned the outbound script
  9. B-Tailored the empathy statement to the reason for calling
  10. N-Followed the proper 5-point hold procedure
  11. I-Troubleshooted the issue before transferring
  12. G-Confirmed the reason for calling outside of the compassion statement
  13. N-Recapped the call prior to ending/transferring
  14. B-Scheduled a callback
  15. I-Assured the customer that we can assist
  16. I-Warm Transfer
  17. G-Sent an ACE to a peer
  18. G-Enthused tone from start to finish
  19. N-Shared best practices with a peer
  20. O-Left detailed notes
  21. B-Celebrated wins with the customer (reassurance)
  22. G-Answered the call within 10 seconds (mic down vs up) Ready to take the call
  23. I-Remained conversational
  24. G-Used tools
  25. O-Delivered an exceptional experience
  26. O-Asked "if there's anything else to assist with" prior to transfer/call ending
  27. N-Acknowledge the customer by their name
  28. B-Reassured the customer with 3 power words
  29. I-Assisted in the group chat